Digital Service Desk Technician

JOB TITLE

Digital Service Desk Technician

DEPARTMENT AND SALARY

Department – Digital & Service Design

Salary - £26,582.64 - £29,307.36 (Grade 4)

Duration – Permanent

Working Hours – 37 hours per week. Consideration will be given to job sharing / reduced hours in line with our flexible working policy.

Location – Cardiff 

WHO WE ARE

Sport Wales is the national organisation responsible for developing and promoting sport and physical activity in Wales.  We are the main adviser on sporting matters to the Welsh Government and are responsible for distributing National Lottery funds. We aim to not only improve the level of sports participation at grassroots level but also provide our aspiring athletes with the support required to compete successfully on the world stage.

Equality, Diversity & Inclusion is at the heart of everything we do at Sport Wales. Further information on this can be found in our Equality, Diversity & Inclusion Statement here. 

We are a progressive employer that offers excellent employee benefits and promotes a healthy work life balance, offering a range of flexible approaches to support you. 
Language skills (bilingualism & multilingualism) are desirable characteristics across all roles within Sport Wales. We are passionate about promoting the use of Welsh language and, as part of our development programme, give everyone the opportunity to learn Welsh if they wish to do so, offering learning programmes from beginner right through to fluent. 

Sport Wales embraces a blended approach to work, where you will be able to split your time between the office and home to best suit your personal circumstances.  

Sport Wales careers are funded by Welsh Government and the National Lottery. Find out more about Sport Wales’ relationship with the National Lottery.

HOW YOU’LL CONTRIBUTE

As Digital Service Desk Technician, you will be working across the digital landscape within Sport Wales, gaining valuable experience and knowledge of our digital infrastructure, while supporting projects to develop the digital services that we provide, both internally and to the wider sector. 

WHO YOU'LL WORK WITH

Supported by a highly skilled and experienced digital and service design team, you will work across all areas of the business to develop services and drive improvements.

WHAT YOU’LL NEED

We are looking for an enthusiastic individual with an ambition for a career in digital. You will have experience of working in an IT Helpdesk environment or be a Microsoft Certified Solutions Associate or equivalent.

Strong customer focus is essential to excel in the role, and collaboration, both within the team and the wider organisation will also be required. 

If you have the presence and personality to work in a high performing team, as well as the passion and drive to succeed, then we would love to hear from you.

WHAT HAPPENS NEXT

You should read the full job description.

You can apply for this role now.

For more information on the process of applying please email [javascript protected email address]. 

CLOSING DATE 10/03/2025 9AM

PROVISIONAL INTERVIEW DATE 26/03/2025

FULL JOB DESCRIPTION 

RESPONSIBLE TO

Digital service desk manager

JOB PURPOSE

To provide high quality technical support to users, assisting them with PC, Server, networking and hardware problems via phone, email or on-site visits. 

MAIN DUTIES

Provide high quality technical support to computer users in a professional and efficient manner.

Take ownership of user problems and be proactive when dealing with user issues

Document all calls accurately on the call logging system and maintain documentation.

Respond to requests and change enquiries from users.

Support users in the use of computer equipment by providing necessary training

Allocate more complex service issues to the other members of the team

Installation of computer hardware, software and data communications where required.

Creation of appropriate end user and ICT-use documentation to cover processes and administration

Regularly analyse helpdesk calls and highlight common trends with a view to providing coordinated training to upskill the workforce

Maintain an up-to-date list of relevant partner contacts for technology communications

Provide the Helpdesk Manager with regular reports on the performance of the Helpdesk function, including target times and qualitative customer feedback

Provide administrative support to the Technology Programme Manager in the performance of system & process audits and the development of new technologies

Help develop a culture of customer focus and collaboration within the directorate

Provide proactive technical guidance and support for internal & external events

Fulfil responsibilities which contribute to delivering an exemplary service for Sport Wales in respect of our statutory duties, including Well-being of Future Generations (Wales), Equality, Information Security, Risk Management, Safeguarding, Financial Regulation and Health, Safety & Environment

Work flexibly, performing any other duties as required, where relevant to the post and appropriate to the grade

OUR VALUES

Our approach to enabling sport in Wales to thrive is evolving. We are committed to continually challenging ourselves to: 

Learn Together - Constantly exploring, testing and reviewing

Deliver Together - Sharing outcomes, nurturing open and honest relationships, providing robust feedback, constantly improving performance

Celebrate Together - Recognising our shared successes through effective partners

By:

Acting with Integrity - Understanding and Respecting each other’s culture and values. Promoting equality and diversity

Adding Value - Ensuring the optimum mix of support, challenge, investment, skills, and expertise to achieve our shared outcomes.

Encouraging Innovation - Welcoming new ideas and approaches and supporting ambition and fresh thinking.  Not being afraid to feel uncomfortable.

PERSON SPECIFICATION